Supporting sub-project management for customer-oriented improvement of IT systems on trains and defining new digital services
Initial situation and problem
Fast and reliable information is essential for train travelers so that they can, e.g. reach their connecting trains and arrive at their destination conveniently and on time.
To ensure this, digital information products must be defined and implemented by intelligently coupling heterogeneous, divided IT systems.
mm1 approach and solution
Monitor the service and quality of traveler information (particularly while taking into account the expected customer experience) and define KPIs for service and quality management
Ensure fault clearance when there is lack of traveler information along coordinated KPIs (by allowing intra-departmental collaboration, among other things)
Results
Better traveler information and optimization recommendations using test and customer feedback or experience from ramp-up and regular operation
Effective collaboration between departments such as marketing, IT and production with a mutual quality goal